Looking for someone to run this on your phones? See our plumbing answering service or the pricing and estimator.
Start every call the same way
Opening questions for every call
- Service address and ZIP code, checked against your service area.
- Caller name and best callback number, read back.
- Is water actively leaking or running right now?
- Owner, tenant or property manager? Who approves the work?
- Residential or commercial property.
Check the ZIP code early. Telling an out-of-area caller after five minutes of questions wastes their time and yours.
Active leaks
Leak questions
- Where is the water coming from: a fixture, a pipe, the ceiling, the water heater?
- Is it still running, or has it stopped?
- Does the caller know where the fixture valve or main shutoff is?
- Is water near electrical outlets, panels or appliances?
- Which floor, and is it reaching a lower level?
“If you can safely reach it, closing the shutoff valve under the fixture, or the main water shutoff, will usually stop the flow. Do you know where it is?”
“If water is near outlets or electrical equipment, please stay away from that area.”
Drains and sewer backups
Drain and sewer questions
- Which fixtures are slow or backed up?
- Is it one drain or several? Several at once can point to the main line.
- Is wastewater reaching the floor?
- Is there a cleanout the tech can access, and where?
- Any recent work on the line, or known roots or past backups?
Water heaters
Water heater questions
- Gas or electric, tank or tankless.
- No hot water, not enough hot water, leaking, or making noise?
- Approximate age and location of the unit (garage, closet, basement, attic).
- For gas units: any gas smell? If yes, the caller is told to leave and call 911 or the gas utility.
Decide the route before you hang up
| Situation | Example route |
|---|---|
| Active leak that can’t be stopped | Transfer to on-call plumber |
| Sewer backup with wastewater on the floor | Transfer to on-call plumber |
| Leak stopped at the shutoff | Next available, flagged as priority |
| Slow drain, single fixture | Book if the schedule is connected, otherwise queue a request |
| Water heater not heating, no leak | Next available, per your rules |
| Outside your service area | Tell the caller politely; no ticket |
These are example routes. Your own rules may differ by location, job type or customer type.
Close the call clearly
“I’ve taken down everything. Our office will call you to confirm a time. Is this the best number to reach you?”
“You’re booked for Thursday between 8 and 11 AM. You’ll hear from our team if anything changes.”
Only say “booked” when the appointment exists in your schedule. If someone still has to confirm it, call it a request.
Sources and scope
This guide is based on common contractor call-handling practice. It uses no outside statistics and makes no performance claims. Scripts and routing tables are examples, not legal or safety advice. For gas leaks and other emergencies, follow your utility’s and local emergency services’ instructions.